Call Analytics: How to Find Weak Spots in Sales
Every call in your sales department is a potential deal. But do you truly know what is happening during these conversations? Why do experienced managers “leak” leads? And how to find those weak spots in the process that are costing you money?
Many companies still evaluate sales based on subjective indicators. We propose to look at phone call analytics as a precise diagnostic tool.
The Problem: Subjective Control Is a Path to Losses
The head of the sales department often relies solely on the final KPI (key performance indicators): the number of closed deals. But if sales are falling, this indicator does not explain why it is happening.
Typical problems withoutanalytics:
- Subjective reports: Managers do not always objectively assess their own mistakes.
- Selectivity: Quality audits are limited to listening to 2–5% of calls.
- Lack of focus: Training is general, instead of eliminating specific shortcomings.
The way out is to turn recording telephone conversations into objective, measurable data.
The Solution: Speech Analytics Is Your Sales X-Ray
Speech analytics from UniTalk is an AI-based tool that transforms call recordings into structured information. It doesn’t just listen; it understands what exactly influenced the call result.
What’s in it for me?
Speech analytics listens to 100% of calls, not just selectively. This saves the quality department head time and provides a complete, objective picture for management decisions.
How to Find Weak Spots Using AI?
Artificial intelligence analyzes conversations across key vectors, helping to find customer leakage:
1. Script Analysis and Procedure Compliance
Speech analytics checks whether the manager uses key phrases, offers additional products, and correctly closes the deal.
- Weak spot: If a manager forgets to present a key product benefit, the system logs it.
- Benefit: You receive accurate data on which parts of the script are not working, allowing you to fix them precisely.
2. Conflict and Negativity Detection
The AI tool analyzes the conversation text, logging the use of negative words, filler words, and critical client phrases.
- Weak spot: You can quickly identify operators who irritate clients and minimize the risks of reputation loss due to poor service.
- Benefit: A quick reaction to negativity (complaints or refund requests) allows you to retain the client before the situation turns into a crisis. We can set up notifications (triggers) about a problematic call, which will be sent to the Head of Sales, for example, within 5 minutes.
3. Time and Effectiveness Measurement
Phone analytics for business allows you to measure precise indicators that influence effectiveness:
- КРІ examples:
- Call duration: Calls that are too short or too long may indicate incompetence or excessive talkativeness.
- Benefit: You receive factual data to set realistic and effective work standards.
Important: In addition to the listed areas, UniTalk Speech Analytics is a flexible tool. It allows you to configure analysis based on a multitude of other criteria required specifically for your business’s unique needs (e.g., assessing product knowledge, handling competitor objections, etc.).
Key Performance Indicators (KPI): From Words to Numbers
It is precisely Speech Analytics that allows these KPI to be objectively measured:
| KPI influencing sales | How Speech Analytics Logs it | Why it matters |
|---|---|---|
| Needs Identification | Presence of key marker words in the dialogue (e.g., “budget,” “competitor,” “problem”). | Helps understand if the manager is truly listening to the client, not just reading a script. |
| CTA Usage | Logging a specific “call to action” at the end of the conversation. | If the manager forgets to set the next step, the lead “hangs” and is lost. |
| Stop Words | Detection of words that annoy clients or put the manager at a disadvantage (e.g., “I don’t know,” “That’s not my job”). | Instantly finds flaws in ethics and training. |
Conclusion: Objective Data Is the Path to Growth
Phone call analytics is not just listening. It is the transformation of words into precise data.
Call recording gives you the evidence base, and UniTalk Speech Analytics is the tool that makes this base understandable and actionable. You finally get objective answers to the questions: why is it not selling, and how to fix it.
It is in this transparency and effectiveness that the opportunity to increase your sales department’s productivity lies.
👉 Ready to turn 100% of conversations into precise data for growth? Try Speech Analytics from UniTalk!
